Im trying to use cases/workflows for the first time. Things like a process for handling a customer complaint or a request to develop a new part code. This is from the point of view of a user - having tasks assigned to them which they can see in a to do list and then working through them to completion. Im creating a case but then have nothing in task list and cant see how I advance a case on to the next step in the workflow. Has anyone got any good user guide material they would be willing to share or can point me to? The Epicor stuff is a bit more setup focussed
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We are about to invest in it heavily. We decided to bring in consultants to hold our hand on a moderately complex project, and then we should know enough to expand on it from there.
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Hello Richard,
The most confusing part of workflow is around setting up Work Force records, entities that perform tasks, and their roles - which entities are eligible to perform tasks. Workforce, like Sales Reps, requires Authorized Users as well. This is what makes tasks visible for a role.
When you set up a Task Set, each Task will get a Role of who can perform that task. An open task will appear on all users Task List who share the same role and are authorized users of that Work Force record.
The other thing about Task Sets is Milestones vs Related Tasks. All Related tasks should be completed
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Amen to that as a general statement about all Epicor guides.
“What do I do now” is what I am asking myself after learning anything new in Epicor.
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Epicor Tasks and Workflows are one of those rabbit holes that quickly turns into a labyrinth. There are several interlocking pieces that may or may not be necessary for a particular process. Every single time I have to explain it to someone I have to relearn it!
Be patient with yourself. This is NOT an overnight blaze of glory.
Before you even think of how Epicor might help you, document the living daylights out of the process you want to follow. It can be a bullet list, it can be a Visio diagram, it can be 27 8x10 color glossy photographs with circles and arrows and a paragraph on the back of each one… but KNOW your process before trying to shoehorn it into Epicor.
The last Education course document for Case Entry was Kinetic 2021.2 Classic. If you have access to that it is a LITTLE more geared towards what you’re looking to do.
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Good ole Arlo Guthrie
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Yep, we aren’t there yet, but after a good presentation on it, we quickly decided we needed help so we don’t overengineer / underengineer, or paint ourselves into corners.
The peeps here were already like, hey can we customize it to add this lol?
I was like, how about we figure out how it works first? 
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Yes can be a beast,
You have identified two workflows, which appear to be sensible and simple.
I agree that setup is the key also for case management to work effectively and have tasks assigned to separate users, you need to have a workforce record setup against each user. This allows you to assign tasks from the workflows in cases.
The guides are useful as we have mentioned to a point. Pretty sure there is customer complaints example somewhere.
Start small, (This is off the top of my head.)
- Workforce (1-1 user to workforce)
- Workflow Group
- Workflow - with your steps (make it simple Create case, Assigned, Closed)
- Assign Workforce to Sales Territory
- Call Log types (not sure if that’s the right term)
- Create a case. Assign to workforce
- Review the Task List
Test your case and call logs.
My initial days working with E7 case management the company I worked for used it extensively for customer support. We even had a dashboard that broke down cases by department, which was their pseudo task list. Could have used the task list as well, but it contained time entries as well if I recall. A filter would have fixed that.
I’ll have some time at the end of the week to workup some better examples, if you would like.
I am so glad you are trying to use what Epicor offers instead directly jumping into an integration. Yes it’s not perfect, and if it meets your needs, it helps improve your ROI.
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If I didn’t have someone already working on it, I’d fly you in Simon.
I’m gonna find some excuse eventually.
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Richard et al,
The following topics may provide some help:
Case Management
Task set not moving to selected next milestone
Branching logic in task set
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Thanks all. Some great points to work through. Think my initial problem is with user setups and group assignments so will do more on that and update the thread for future generations when I got it lol
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Hi Richard,
I did a customer-led session at Insights a few years ago about utilizing workflows in Epicor. I focused on using the workflows with ECO’s, but a lot of applies to case management as well. I tired to keep it pretty high-level as it does take some time to wrap your head around all the different setup elements and their relationships. Maybe this will help a little.
Insights-2021 Workflows.pptx (3.6 MB)
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